With Avaya Experience Platform™ (On-Prem + Connect), the account administrator can enable After Contact Work for a channel or queue in the administration interface. If the account administrator enables After Contact Work for an agent, the agent can change the state to After Call Work (ACW) while on a customer call. After the call completes, the agent can perform additional work related to the customer call and review the interaction details. In the ACW state, the interaction transcript is available to the agent. The agent can view a count-up timer showing the duration that the agent is in the ACW state.
The agent automatically enters the ACW state when the customer leaves the active interaction or the agent ends the interaction with the customer. After the interaction ends, the interaction widget displays the ACW state. The agent can close the interaction to end the ACW state. The agent can select a call work code for the interaction while in the ACW state.
If the account administrator enables Timed ACW in the administration interface, the agent transitions to ACW automatically following a customer call. After the Timed ACW interval completes, the agent automatically transitions to the Ready state. If the agent in the Timed ACW state needs additional time to perform work related to the customer call, the agent can change the state to ACW.
Note:
If the account administrator enables ACW for each channel for the logged-in agents, the agents must log out and log back in to enter the ACW state.
As a supervisor, you enter the ACW state after a barge-in. You cannot enter the ACW state after you observe or coach an agent.
ACW is also supported on Avaya Workspaces for CRM.
